When it comes to customer service and the ripple effect, technology has provided so many more ripple avenues that we might as well make it plural and call it the ripples effect. We used to talk about the effect of one customer service experience being repeated to two people, and each of those potential customers repeating the “story” to several people and so on.

Today, communication about service experiences is multiplied and magnified. The stories are not only orally repeated, but they are communicated via email, personal blogs, and on dozens of web sites where customers rate their service experiences. Yes, the ripples are multiplied and magnified for all to see 24/7.

So how do we motivate service providers to remember the importance of every single customer interaction and the potential “ripples effect?” Here is one idea — I recently visited a home improvement store in a city away from home and the service was exceptional. I commented to the service provider how pleased I was and he immediately produced a pen to jot his name on my receipt. He then pointed to a web site address where I could report my good service experience AND have a chance to win some cash. I’d say he was motivated to create positive ripples!

A positive service experience can create numerous ripples of good advertising. By the same token, a negative internal service experience can set off ripples of bad attitudes and disgruntled service providers.

There are several considerations in blocking these harmful ripples.

• First, make sure you are not the one starting a ripple of negativity.
• Look, listen, and learn. Identify team members who are positive and display excellent service skills. Reinforce those behaviors and encourage continuous improvement.
• Identify those who display a pattern of negativity and take corrective action. Offer appropriate training, coaching, and counseling for these individuals.
• If your efforts to redirect the negativity of an employee is unsuccessful, take the necessary action to remove him or her from the service team.
• Be proactive in developing a culture of positive, can do attitudes.

Remember, if you don’t block the ripples of negativity, they can be far-reaching internally and externally. They can result in unhappy, unproductive employees. The bad service that is bound to follow will lead to dissatisfied customers who often communicate their unhappiness by not buying your product or service again and by telling others to do the same.

This powerful booklet features 52 service affirmations — each with a related quote for inspiration. To learn more about Me, Myself & I or to order this booklet, click here. Note: We can personalize the first page of this booklet with a letter from your company leader.